Canned Responses are pre-created text that can be added to notes, forwarded messages, and responses to customers. This can save time and allow you to quickly send frequently used messages.
Creating Canned Responses
To begin, hover over the Admin module and select Canned Responses.
1. Select New Canned Response within the desired folder.
2. Enter a Response Title.
3. Enter the message text. Make sure this is professional and clear since you will be using it frequently.
4. Select who can view and use the Canned Response.
5. Use the Preview note to view a mockup and see how it will appear to customers. You may also send a test email from here.
6. Select Create.
Using Canned Responses
To use Canned Responses navigate to Tickets menu. Select a ticket.
1. Select either Reply, Add Note or Forward.
2. Select Canned responses from the bottom bar.
3. Select either:
- Insert canned response (Plus icon).
- Replace canned response (Arrows icon)
Note: this can be used when you have already inserted a canned response and need to replace it with a different one.
4. Make any needed edits to the rest of the response. The formatting often needs to be adjusted to ensure the spacing and name of the customer is correct.
5. Select send.
